GATEWAY ALARM

unknown

We have been using Gateway for 14 years and for two different homes. We liked the idea of having a locally controlled and monitored service for our monitoring. In the past, service has been prompt and courteous, but with the new manager things have gone down hill. Through a succession of false alarms, we noticed that the response time from the company has been pretty slow, 5 to 9 minutes before we received a phone call. This has happened several times and we contacted the company to address our concern that the response time was slow. We spoke to Delores who promised to forward our concern to the manager. After 3 weeks passed without a callback, I tried reaching out again. I was told that the manage had received my file, that they would check in with her and call me back in 24 hours. A few days went by without a return call, and I called again. Delores told me that the manager was now out of town, that she had looked at our monitoring log, noted a sic minute delay between the company receiving my signal and the call to my home, and that the response time was fine. They didn't offer a service call, to test my system, nothing! Apparently, the manager feels secure leaving her home and property to go out of town, but I no longer feel trust that my property is secure while I am away under the watch of such slow and negligent customer care. I wish I didn't have to write such a negative review,but the company management has neglected every opportunity to address my concerns. The only reason that I gave a D as opposed to an F in some of the rankings is because Delores has remained a courteous and consistent part of the Gateway team. Unfortunately, the new manager is doing little justice for the company's legacy of outstanding customer care and monitoring.

unknown

We met with 3 companies; all with different approaches. Tom/Gateway took time to understand what our needs were. He offered solutions to challenges we had to work around a large dog that is sometimes inside. He was able to do things the other two companies couldn't (or wouldn't), putting a sensor on garage door that wouldn't set off false alarms; placing door sensors in locations that the dog couldn't chew on them; remotes to control the system. The system can integrate other things that we can consider in the future: Smoke and carbon monoxide sensors; even open & close the garage door. Gateway was the last company to visit. We were so sure about them, we signed the contract that evening. The system was installed exactly 2 weeks after we signed the contract; it could have been installed almost a week earlier, but it didn't work with our schedules. The installers were courteous, friendly & cleaned up after themselves. They made sure we understood how to use the system before they left.

I like the service that Gateway Alarm provides me. They have always been professional and friendly any time I have ever had to deal with them. I really like that I can set my payment up on my credit card.

Accepted my call the first time I called them. Set prompt appointment and showed up at the agreed on time. Gave clear, complete proposal and explained the work planned and the reasons for each detection device. Made the installation as scheduled and demonstrated the system. Even came back and checked out a problem we had with executing the operating instructions.

Gateweay Alarm, Inc., did an excellent job, with all aspects of the job being performed in a thoroughly workmanlike and timely manner. The price was competitive and the work outstanding.

I own a rental property in which the tenants wanted an existing alarm reactivated. I didn't know if this was possible, but called Gateway Alarm. We've been happy with numerous jobs they've performed at our home and business. I knew they'd not try to create work: If the existing system could be reactivated, they'd find a way to do so--and they did, saving me several hundred dollars off the cost of installing a new system.